Agenda
      1. Introduction, overview and discussion              20 
       Recap objectives of Working Group                   mins
       Review content from document on integrating customer 
         empowerment into the USSPM
      2. Discussion of possible actions                     30 
       Review current practice of FSPs                     mins
       Actions to integrate customer empowerment focus into 
         specific areas of work
       Identifying moments of disempowerment through customer journey 
         mapping
       Sharing of experience and plans from WG members
      3. Next steps                                         10 
                                                            mins
    Objectives of Working Group 
   •USSPM customer empowerment lens (provider focus)  
    Develop guidance and additional practices
    Test guidance & practices with FSPs.
   •Measuring customer empowerment
    Integrate indicators into customer & market surveys
   •Action-research (customer/market focus)
    Use survey data to analyse patterns of customer empowerment
   •Audience: Providers & wider market (regulators, 
    associations etc)
   •Time frame by October 2019 (6 months)
    Defining customer empowerment 
    Empowerment: enhancing capacity to make choices and transform 
    those choices into desired actions and outcomes [and prevent 
    undesired ones]
    Customer empowerment: relationship between a customer and 
    provider
    • Not just as consumer, but engaged in shaping services
    • Affected by but not including broader empowerment in other 
     aspects of life
    Providers can facilitate customer empowerment (& avoid 
    disempowerment):
    • Choice: customers are able to make informed choices. 
    • Respect: all customers are treated with respect and dignity 
     regardless of transaction size or channel.
    • Voice: in relation to developing and shaping products and 
     services, feedback and complaints. This  prompts accountability 
     by the financial services provider.
    • Control: gives customers tools to exercise greater control over 
     their use of financial services and, consequently, their financial 
     lives.
   Customer empowerment in 
   USSPM
   •Standards are already closely aligned, especially:
    ▫Focus on risk in strategy (2B)
    ▫Employee recruitment & evaluation (2C)
    ▫Understanding needs & preferences (3A)
    ▫Design of products and services (3B)
    ▫Transparency (4B)
    ▫Fair & respectful treatment (4C)
    ▫Complaints resolution (4E)
   • Specific focus to address disempowerment, especially for 
    poorer & more vulnerable segments
   -> promotes access & use -> customers & retentions
  Standard 2C. Employee recruitment and 
  evaluation is based on both social and financial 
  performance criteria
  Additional practices
  • Staff and agents devote sufficient time to service 
   needs of low-income customers without undue time 
   pressure.
  • Staff are supported to develop empathy in their 
   interaction with customers. 
  • Customer empowerment is understood by staff and 
   supported by organisational culture, incentives and 
   communication.
  • The provider ensures that staff understand the 
   relationship between customer empowerment, 
   outcomes for customers, and value created for the 
   business.